Customer & service commitments

We are required to meet customer service standards as part of our Operating Licence. Here you'll find a summary of our key commitments to you, and your responsibilities as a Water Corporation customer.

We are also looking to improve our customers' experience and expand the ways we monitor your satisfaction. Here you will find a summary of our commitments to you, and also how you can help us.

Take part

Our Customer Reference Group and research conducted through focus groups and surveys provide regular opportunities for our customers to have their say. We are also currently undertaking a major customer and community consultation called Tap In.

The information you provide will help us continue to build upon our service commitments and focus on what is most important to you.

Service commitments

Our service commitment

We strive to ensure our business is accessible and inclusive to all members of the community.  

  • We will provide free access to a Translating and Interpreting Service (TIS) for customers with English as a second language. Contact us on 13 13 85 if you need this service. 
  • We will provide access for customers with hearing or speech impairment.  Contact the National Relay Service on 13 36 77 for enquiries or to report a problem with your water service. Please advise the service that the contact number is 13 13 85 for Account Enquiries or 13 13 75 (24 Hours) for Faults, Emergencies and Security.
  • We provide information in alternative formats on request. If you require an alternative format, contact us on 13 13 85.

Customer responsibilities

We take a proactive approach to make sure we meet the needs of all our customers. We understand that you may face access and inclusion barriers if you have a disability, so please:

  • let us know of any difficulties you may have accessing our information, facilities and services and contact us on 13 13 85
  •  assist us by providing feedback when invited to comment on access and inclusion.

Read about our Disability Access and Inclusion Plan

Our service commitment

Once the Conditions of Connection (including fees and charges) are satisfied, we will install or activate the water service within 10 business days or on an agreed day.   

Customer responsibilities

Some water-using appliances may not always work efficiently. When buying appliance, such as a dishwasher, check with your retailer that it’s suitable for the water quality in your area. 

You should ensure all internal plumbing is maintained in compliance with plumbing standards. 

If you have any concerns regarding water quality or you notice a change in your water flow or pressure, contact us on 13 13 75.

Our service commitment

We will: 

  • supply you with drinking water that is safe for you and your family 
  • monitor and assess the quality of drinking water supplied
  • make water quality sample results available on our website.

Contact us on 13 13 75 (24 Hours) if you have any concerns or enquiries regarding water quality. 

Read about our drinking water quality 

Our service commitment

The water pressure and flow we supply to your property is measured at the outlet of your meter. 

We aim to: 

  • provide you with water at a flow rate of at least 20 litres per minute 
  • provide you with water within a standard pressure range (other than areas exempt in our Operating Licence). 

Perth metropolitan areas should be within a minimum of 15 to a maximum of 100 metres of static pressure. Country urban areas should be within a minimum 13 to a maximum of 100 metres of static pressure. 

Our service commitment

We may interrupt the supply of water to your property for maintenance and repair but will not cut off the supply of water to an occupied property without the agreement of an occupier.

We will:

  • maintain the water service up to and including the property meter outlet tail
  • maintain the wastewater service up to the property connection.

Customer responsibilities

Under the Water Services Act 2012 and Regulations it is unlawful to deliberately damage our infrastructure including pipes, meters and fittings.

  • Advise us if damage occurs to any of our assets or services on your property by contacting us on 13 13 75 (24 Hours).
  • Report suspected criminal activity relating to our assets or services to the police.
  • If you’re planning to build a new home or renovate, we must approve building plans. For work that does not require plans, contact us on 13 13 95 for the location of our service pipes.
  • If you’re planning to demolish, we need to be notified to ensure protection of our assets.
  • Overflow relief gullies are located on the external property plumbing and prevent internal flooding in the event of a blockage, and should be free of obstruction. 
  • Maintain safe access to the property inspection shaft located where the internal plumbing connects to our sewer.
  • Keep access chambers on your property free of obstruction and safe to access.
  • Maintain all internal plumbing in compliance with plumbing standards.
  • Avoid planting trees near your wastewater pipes as they can cause root intrusion, breakage and blockages. For more information view our Selecting the right tree page or contact us on 13 13 95.

Visit Wastewater services

Maintenance of your internal services

As the property owner, you are responsible for the pipes from the property water meter and wastewater connection point to your residence.

If you experience a leak in your internal plumbing or irrigation system, contact a licensed plumber or garden irrigator to locate and repair the leak.

Search for Waterwise services in your area

Access to your meter

One of our employees or contractors is entitled to enter your property to read, service or replace your water meter.

Under the Water Services Act 2012 and Regulations you are legally required to keep your meter clear and safe to access.

Visit Access to your meter

 

 

Our service commitment

We make every effort to minimise interruption to your water supply but sometimes we need to carry out planned maintenance.

We aim to minimise impact to your water supply and property from flooding due to bursts in our water mains or wastewater overflows resulting from our maintenance.

Our service commitment

We aim provide a drainage system that will minimise the effects of flooding on your property as a result of stormwater or groundwater by working with others, including:

  • the Department of Water, in accordance with its drainage plans
  • local governments by operating an integrated drainage system
  • land planning agencies to ensure drainage management is addressed prior to land being released for use.

Customer responsibilities

There are simple ways you can help improve the quality of our drainage system, such as:

  • keeping litter, motor oil, car cleaning products and pool chemicals out of our drains
  • using less fertiliser or low-phosphorous fertiliser on gardens and lawns
  • collecting leaves and clippings for compost to prevent stormwater drain blockages.

We aim to minimise odour from our wastewater treatments plants so it doesn’t impact homes and businesses near our facilities. However, we do occasionally get odours from our system.

We take all complaints about odours seriously and will act promptly to fix the problem. Contact us on 13 13 75 (24 hours) to make a complaint.

Our service commitment

Our employees or contractors may need to enter your property for inspections, maintenance and repair on our system. This will be done during business hours except in an emergency.

We will: 

  • provide at least 48 hours notice of all planned work that may require entry to your property (except meter reading and maintenance) 
  • let you know in writing  
  • leave an information card during an emergency when you are not present. 

Should we need to enter your property, our employees or contractors will carry identification that will be shown to you (or to any person present at the time of access) if necessary.

Our service commitment

We take great care to leave your property, gardens and lawns as they were after we finish any services or maintenance work.

We will: 

  • assist in the reinstatement or replacement of property or equipment lost or damaged as a result of our actions or failure of our systems
  • negotiate an appropriate settlement on a case-by-case basis if the property or equipment is irretrievably damaged and replacement is not possible.

Exclusions 

This may not apply:

  • where the work carried out is the result of the property owner or another party causing an obstruction or damage to our services
  • if reinstatement means Occupational Health and Safety requirements will be breached.

Billing and payments 

Our service commitment

We will issue accounts or notifications of accounts to the owner of the property or their nominated agent at the last notified postal or email address. This will happen every 2 months to properties where water, wastewater and drainage services are available. Some properties may be billed more frequently.

As a service to property owners, we will issue accounts to either the property agent or tenant at the owner’s request. If an account sent to anyone other than the owner is unpaid after the due date, recovery action will be taken against the owner. To update your account details or add a tenant, complete our Change of details form or contact us on 13 13 85.

We will read your meter on request and issue a bill to determine outstanding charges for a period not the same as the usual billing cycle (charges apply).

Customer responsibilities

Let us know of any change in circumstance, such as a new postal or email address and change in ownership or land use.

We understand it can sometimes be difficult to pay bills on time. We have flexible Financial Assistance options that can be tailored to meet your needs. Late payments may result in interest being charged on the overdue amount, so if you are having trouble paying by the due date, you can request an extension online via My Water or by calling 1300 659 752.

To view the different bill payment methods available, visit our Pay my bill page.

Liability for charges

  • As the property owner, you are responsible for all service and water use charges. Any arrangement between an owner and tenant regarding the payment of charges is a private matter between those parties. 
  • If the property is sold, any outstanding charges should be deducted from the proceeds of the sale. If these charges are not cleared, the debt will transfer to the new owner.

Pensioner and senior concessions

If you receive a rebate or concession, you should:

  • notify us of any change in circumstances that may impact your eligibility
  • pay your account by the due date to retain the service charges rebate. 

Non-payment will result in the rebate being reversed and the full amount being placed into deferral if you are eligible to defer.

Apply online for pensioner and concession discounts or contact us on 1300 659 951.

Find billing information and charges

Our service commitment

Review of water use charges

Water use charges are based on a meter reading or an estimate of the quantity of water used.

We will review your bill at your request in accordance with the Water Services Code of Conduct (Customer Service Standards) 2013. After conducting a review of a bill, if we are satisfied the bill is correct, we may:

  • request payment of any unpaid amount 
  • conduct a meter test if you believe the meter reading is incorrect
  • provide you with information about the operation of our internal and external complaints process, which includes your right to refer any complaint to the Energy and Water Service Ombudsman.

When a meter reading is requested, we will conduct the test within 10 days of receiving your request and payment of the fee, or at an agreed day and time.

Visit Reading your meter for more information on a meter test.

Estimated water use

We respect your right to lock entrance gates to your property. However, safe access to your meter for reading and servicing is a legislated requirement. If we do not have access to your meter, we may bill you on an estimate of your water use.

If you receive an estimated account due to non-access to the meter and you believe the estimate is not in line with normal use, you may provide an actual reading.

If the water use is based on an estimate, we will notify you on request of:

  • the reason for the estimate
  • the basis of the estimate.

If you wish to dispute the estimated water use, you may request a revised bill based on further information you provide us. 

Visit Estimated meter reads for more information.

Adjustment of bill

If you have been overcharged, we must tell you and follow the procedures for repayment in accordance with the Water Services Code of Conduct (Customer Service Standards) 2013.

We will:

  • tell you if an overcharge has occurred within 15 business days of becoming aware of the overcharging
  • provide you with options on how to have the overcharged amount credited to your account or refunded to you
  • provide the refunds of any overcharged amount within 15 business days of your lodged request.

If you have been undercharged, we may recover the undercharged amount from you in accordance with the Water Services Code of Conduct (Customer Service Standards) 2013.

We will:

  • only recover the amount undercharged for a service provided in the 12 months prior to the date we notified you of the undercharging
  • list the amount undercharged in a special bill or as a separate item in the next bill with an explanation of that amount
  • not charge a late payment fee or bill interest on any undercharged amount
  • offer you the opportunity to pay this amount in interest free instalments over the same period of time you were undercharged.

Our service commitment

If overdue accounts remain unpaid, or you do not comply with a payment plan or other arrangement you have set up, including arrears, your water supply may be restricted.

We will: 

  • attempt to inform you in person, over the phone or by electronic means of our intention to restrict your water supply
  • not restrict your water supply unless at least 30 days after the due date of the account
  • provide a flow sufficient for health and hygiene purposes.

Visit What happens if I don't pay my bill? for more information.

Restoration of water supply 

We will restore the water supply following:

  • payment of amounts owed including the restoration fee
  • agreement to a suitable instalment plan to pay these amounts.

If the payment conditions are met before 3pm on a business day, we will restore the water service by the next business day (2 business days outside the metropolitan area). 

If the conditions are met at any other time, the water service will be restored within the next 2 business days (3 business days outside the metropolitan area). 

Visit Financial assistance or contact us on 1300 659 752.

Our service commitment

We may offer reduced charges if you’ve had undetectable leaks repaired by a licensed plumber. If there is a leak in your irrigation system, have it brought up to standard by an irrigation specialist. A leak allowance will be considered only after you have your plumbing or irrigation repairs completed to the required industry standards with all leaks repaired.

To apply, download our leak allowance application form or contact us on 13 13 85.

Leak allowance application form

We will attempt to:

  • notify you if we suspect your internal service is leaking
  • assess any application for a leak allowance within 15 business days based on the evidence provided by the licensed plumber or waterwise irrigation specialist.

Customer responsibilities

When organising repairs for a water supply leak, be sure to use a plumber licensed with the Plumbers Licensing Board. 

To apply for a special allowance, lodge a leak allowance application within 14 days of leak repairs being completed or contact us on 13 13 85.

Read our Leak Allowance Policy

Resolving complaints

Our service commitment

If you would like to lodge a complaint, we encourage you to contact us directly to enable a quick and effective resolution free of charge. Your complaint will be investigated objectively, equitably and in an unbiased manner.

Complaints will be handled in accordance with the Australian Standard on Complaints Handling in conjunction with the Water Services Code of Conduct (Customer Service Standards) 2013.

We will investigate and resolve all complaints within 15 business days of you contacting us. If you are not satisfied the outcome is fair and reasonable, or would prefer to direct your complaint to an external body in the first instance, you can contact the Energy and Water Ombudsman.

Visit Customer complaint resolution

Review by State Administrative Tribunal

If your complaint is about a property record, such as the classification of your property, and you are not satisfied with our decision, you may notify us that you would like the matter referred to the State Administrative Tribunal for review.

Visit State Administrative Tribunal

You may also be interested in